ComplaintsforPayroc

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 8th I signed a letter requesting for my merchant account to be closed. I returned the equipment to *** with the label they provided. However on May 18th they charged my bank account even when the account was canceled and equipment returned. I called customer service and I was told they could not help me that they had no control over automatic charges. Fast forward to June 20th, I am once again being charged for an equipment that was returned and delivered to the label address over a month ago. I contacted someone who works with *************************** who was the one who convinced me to get the merchant and equipment and I was told that they have no idea why this is happening. That "It is truly out of their hands at his point", yet it was not out of their hands to convince me to use the ******************** and set everything up. I am disappointed this is how they treat their customers instead of actively looking for a solution.

  

  Business response

  06/21/2023

  Dear ****, thank you for taking the time to provide us with your feedback regarding the recent charges on your account. The account was opened on 10/20/2022, with the sales agent completing your installation on 11/3/2022. Our teams verified with you 11/16/2022 via phone call regarding your rental agreement for the terminal and the charge is $19.99 per month. This is in addition to the Miscellaneous Fees charged monthly for the payment processing as set out in your agreement. A request from the sales office to terminate the account was completed on 5/8/2023 and the account was confirmed closed on 5/9/2023, with the Early Termination Fee removed due to inactivity on the account. You called our Merchant Support team on 5/18/2023 who advised that the charges were from our 3rd party rental company, contact information was exchanged to communicate this with them as the contract is separate to Payroc. I can confirm that the charges relating to the rental agreement for the terminal was also cancelled with the final payment for *** being charged in June. As a gesture of goodwill, we will process a refund for $119.90 which is for charges in March and April processing. This refund will be processed back to your checking account in **** business days. We hope this resolution meets or exceeds your expectations and we hope to work with you again in future.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told on 05/11/2023 we would receive the refund it is now 06/14/2023 and no refund has been received which is why I waited to respond and money again has been REMOVED from our account the sum of ***** for the Month of May.. *** following is copy and pasted from first complaint and their response ************ is completely misrepresented. Our sales rep told us we had no contract and no cancellation fees when signing up. We canceled our services in December 2022 and equipment was picked up. It is now May 2023 and we are still being charged. Over $300 has been took out of our account. An account we have not had any access to we are now learning was not canceled by our representative and to top it off they want to hit ** with early termination fees.Business response 05/12/2023 Dear ******, thank you for taking the time in letting us understand your recent experience with our service teams. ***re was miscommunication after speaking with the representative earlier today. When you called him directly in December 2022, he asked if you had closed the account already the representative confirmed that you stated the account was closed, which is why there were arrangements made for the collection of the terminal. With regards to the Early Termination fee, you originally boarded onto our systems in May 2020. However, in February 2022, you moved to our cash discount programs, which included a free loaner device. As the device was loaned, the *** was re-applied. We apologize for any confusion caused and want to make things right. Due to the switch in account types, we have honored your original agreement and removed the $375 ***. This will not be charged, and your account has been fully closed as of 5/12/2023. Furthermore, as a gesture of goodwill regarding your monthly fees we are going to issue a refund from December till present in the amount of $566.25 which will be funded in **** business days. We hope this resolution meets or exceeds your expectations

  

  Business response

  06/16/2023

  Thank you for your response. We reached out to the merchant directly regarding this complaint on 6/15/2023, as we did follow process and close the account when requested on May 12th 2023. The account was force closed to avoid any further fees, and the merchant confirmed the $566.35 refund had been received on May 17th 2023 to the business checking account as it had previously been overlooked. The merchant confirmed there were no further issues.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is completely misrepresented. Our sales rep told us we had no contract and no cancellation fees when signing up. We canceled our services in December 2022 and equipment was picked up. It is now May 2023 and we are still being charged. Over $300 has been took out of our account. An account we have not had any access to we are now learning was not canceled by our representative and to top it off they want to hit ** with early termination fees.

  

  Business response

  05/12/2023

  Dear ******, thank you for taking the time in letting us understand your recent experience with our service teams. There was miscommunication after speaking with the representative earlier today. When you called him directly in December 2022, he asked if you had closed the account already the representative confirmed that you stated the account was closed, which is why there were arrangements made for the collection of the terminal. With regards to the Early Termination fee, you originally boarded onto our systems in May 2020. However, in February 2022, you moved to our cash discount programs, which included a free loaner device. As the device was loaned, the *** was re-applied. We apologize for any confusion caused and want to make things right. Due to the switch in account types, we have honored your original agreement and removed the $375 ***. This will not be charged, and your account has been fully closed as of 5/12/2023. Furthermore, as a gesture of goodwill regarding your monthly fees we are going to issue a refund from December till present in the amount of $566.25 which will be funded in **** business days. We hope this resolution meets or exceeds your expectations and we hope to work with you again.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a guy stop by my business to bring by a payment processing device to test out. While here he got a photo of my business check for future purchases if I would be interested in services near future. No signed contract or any agreements. I've been seeing $25 transactions here and there from same company and thought it was just a rental charge until we agreed on doing business. Today I woke up to a transaction of $595. I called the company and was told it was a contract cancelation fee. I never signed a contract.

  

  Business response

  05/01/2023

  Dear ******, thank you for making us aware of the issues you have been facing regarding recent fees charged to your checking account. The account with us was boarded on 1/27/2023, with only limited processing taking place in the amount of a $1 test sale. You mentioned that you did not want to terminate the account as you would be starting to use Payroc services soon, which is why you received a $25 monthly subscription fee for our Consumer Choice Cash Rewards program. The fees rejected due to insufficient funds and with no processing, our collections team terminated the account to avoid further fees rejecting. At your request when you spoke to our ***************** team on 4/28/2023, the account has been reopened which will allow you process once you are ready, whilst continuing to receive the subscription fee for Consumer Choice. The $595 Early Termination Fee, set out in the terms and conditions, is being waived and refunded now that the account is open and active. This should be with you within a 2-3 business day timeframe. We apologize for any inconvenience caused to you and your business.  

  Customer response

  05/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We used Payroc as our credit card vendor. They are aware that on 6/1/22 they forwarded a client payment to us in the amount of $1,498.65 instead of $1,500.00. They've promised to correct their error several times and forward us the remaining $1.35 but have neglected to do so. While it is a nominal sum, I was told that they were aware of this system error and am wondering how many other companies this happened to. Are you able to help us get the money in question that we are owed and is there another entity that should be notified of this issue?

  

  Business response

  11/30/2022

  In response to this merchant's complaint, we have addressed the issue and confirmed they are owed the $1.35. There was a discrepancy with the surcharge fee upon the sale being deposited. A refund has been issued out for approval and they can expect this credit back in their account by next week, Wednesday. Our refunds go out on Tuesday, so Wednesday will be the earliest it will be in their account. A call has been placed to the merchant and we left a detailed message explaining this. If for any reason they have any questions or concerns, they may reach back out at ************. Please accept our apologies for any and all inconveniences. 

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we signed our buisness up with this company we were told there were no fees at all for using the equipment or processing the payments. That they charged the customer. However we started receiving ***** transactions from our bank account for the two terminals we had. We canceled our service in June due to this. They then charged us twice again in July. One of the terminals never once was activated or processed a single payment from anyone yet they were charging us for it when again we were told it was free for us. I asked for a refund of only the last two transactions and was told no. They hide fees and lie about it upfront. Then refuse to even try and make anything right.

  

  Business response

  07/18/2022

  In response to this complaint, this merchant was boarded under the Consumer Choice Program with a monthly subscription fee of $25.00 that covers up to two terminals. This $25.00 subscription fee is part of the surcharging program that allows for them to pass along the processing fees to their customers. Unfortunately, they were non compliant upon coming on board and were assessed an additional $19.95 until they can provide certificate of compliance. There were 5 transactions processed for the month of June, in which the fees were covered through the surcharge program that totaled $7.91 and was deducted from the monthly cost. This was the result of them being billed once more in July since there was processing activity in June. Our terms of service have been fulfilled based on agreement signed and we see no refund being issued. We have included the signed copy of the agreement where it shows the $25.00 subscription fee on page 3 of 5, the $19.95 Non Compliance on page 4 of 5 (only charged if applicable), and a copy of their June statement showing fees. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2022 we called Retriever to cancel our merchant account. We were emailed a docusign which we completed. I called and emailed our rep and the company to find out what to do with the credit card machine, no response. In May, I called again, was sent another Docusign, completed it and was given an address to return the equip to, which was done. I spoke with ******************************* who confirmed it was cancelled. We continued to get billed. Today, 7/6/22 I called and spoke to several different people, but one of them ***** confirmed the account should have been closed in May and put me on hold to investigate, but instead transferred me and I got Almas. Almas said I needed to hang up and call another number because she couldn't help me but gave me the same number I called. She confirmed that I did call the correct #, the same one she was telling me to hang up and call back and that she would probably still answer and not help me. She finally sent another docusign and said it would definitely be cancelled this time but it may take another 30 days and they would probably **** us again and they would not refund any fees for the months that it should have been cancelled. She also confirmed that the email addresses and phone numbers we had been calling were correct and she didn't know why no one was responding. Case # for May 5, 2022 is 174115-1068-132962407814419025, which they confirmed is when it should have been cancelled.

  

  Business response

  07/16/2022

  In response to this case, we do want to apologize for this inconvenience. There was an oversight and unfortunately the account was not closed in a timely matter. We did receive their cancellation request on 3/11/22 and was officially terminated in 7/6/22. We have issued a refund in the amount of $228.20 for the last 3 months of fees charged after cancellation request was received. An agent has reached out as well to explain this and gather up any more further questions or concerns that they may have. A call back number has been provided for them to reach out in case anything else is missed and that we may address. 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When a sales representative approached us about using Payroc for ******** Services. He specifically stated this is not a contract. There are no rental fees, no start up fees and all ******** fees would be billed to the customer credit card. He said it was a ***** monthly processing fee, We used the card service 1 time. They cancelled our alleged contract and then charged us a termination fee of $595.00 stating they terminated the agreement due to non-use and not collecting the ***** processing fees. They then emailed us a copy of a contract which had someone else's signature on it but our company information. They also emailed a terms and conditions agreement which we had never seen. That was the first time ever seeing it. We want the fee refunded and further actions halted.

  

  Business response

  07/01/2022

  In response to this complaint,
  
  We have attached a copy of the contract that was signed by merchant in this rebuttal. The copy provided by the merchant is a copy of the one we enter into our Agreement Express in order to get it to our Underwriting team. The merchant was boarded on 1/24/22, but remained inactive until 4/25/22 where we received the first batch for $2,612.41. We processed our month end billing to collect fees but it rejected from the merchant due to Reason Code:R01 Insufficient Funds, for $25.00. The account remained inactive and in full suspense due to balance not being paid. Our Collections team proceeded to terminate the account and charge an early termination fee of $595.00, which is referred in Section 15E in Terms and Conditions and initialed by merchant on the contract. For the one batch that the merchant processed, we only did **** the agreed $25.00 subscription fee due to merchant passing the processing fees to his customers, and no rental fee for equipment as the sales agent agreed to take the cost. We have included a statement to ensure the contract agreement has been upheld and the termination fee will remain as part of the balance owed.

  Customer response

  07/11/2022

   
  Complaint: 17462135
  
  I am rejecting this response because:

  I have already given reason on this incident and this is still in dispute. If this is an alleged contract that PAYROC Cancelled then why am I getting charged the cancellation fee. Also why are they still trying to withdraw the ***** monthly processing fee if they supposedly cancelled this. This needs to cease and desist or I will have to escalate to the FTC.  
  
  Sincerely,
  
  *****************************

  

  Business response

  07/19/2022

  The processing account for ******************************* has been terminated as of 6/16/2022. There have been no further fees charged to the account and account has been in full suspense. We have no authorization to debit or credit the account after the recent reject from merchant's bank account. In order to get anything in order whether that entails merchant paying off the balance or a potential refund, the merchant will have to speak with our *********************** We have an agent who the merchant can work with to go over details and can work with Collections on their behalf to help get everything in positive standing. Please call ************, we look forward to hearing from you. 

  Customer response

  07/26/2022

   
  Complaint: 17462135
  
  I am rejecting this response because:
  

  We are finished with this company and will not be talking to a collections department. We should not be in a collections situation. No further action or response will be needed.
  Sincerely,
  
  *****************************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I run an eye care practice and used Payroc for my credit card processing for over 8 years. I have in my 19 years of running a business never run into such an unprofessional and disrespectful organization. They don't know what they are doing. They incorrectly deposited another merchant's money into my account for over 3 weeks and then with no conversation/email/phone call, they withdrew over $****** dollars on 12/1/2021. My business receives a lot of insurance payments from different payors and we did not realize Payroc's mistake. After they withdrew ****** dollars on December 1st, all of my automatic payments bounced and my account went into the negative. Needless to say, I was under extreme stress and no one from Payroc would even call me back. Finally, I reached out to my agent who was out of the country to help me understand what happened. I thought my account was hacked and someone stole the money! Over the next month and a half, I had to beg and constantly email Payroc to clear my account and explain the accounting. They were not helpful or respectful in any way. I never did get a call back either. My CPA helped me sort out the huge accounting mess and charged $650 dollars. After begging Payroc repeatedly, they gave me ********************************** $325 dollars to fix their mistake. No one should be treated in such a way. My patients will certainly never tolerate it.

  

  Business response

  03/25/2022

  In response to this complaint, unfortunately there was an internal error where bank accounts were mixed up with another merchant of ours. This error took place on 11/3/21 and the merchant continued to receive incorrect funds that pertained to another account until 11/30/21. Mr. ****** gave us no communication about him receiving the incorrect funds, despite a clear inflation in his normal daily deposits. We discovered this upon getting a call from the other merchant who was claiming he was missing money. After a thorough investigation, we identified the two bank accounts were mixed up with one another and immediately scheduled an ACH to make the correction. We made an outbound call to Mr. ****** to apologize for this unfortunate inconvenience on 11/30/21, and that we will be debiting a total of $38,247.76 from his account. We left him a voicemail due to no answer, with all the details and reassuring him on the matter. We received a call from Mr. ****** the following day on 12/1/21 with him very upset about us taking his money from his account. He claimed it was a mistake and that he had never received that money that we debited. Mr. ****** demanded to speak with a supervisor and despite speaking with one, he refused to comply and would not provide bank statements to show proof of his claims. He would go on to hang up on the supervisor and got his sales agent involved which we then worked with to get everything sorted out. From that moment forward, all communication was directly with his sales agent as Mr. ****** would not work or hear out what our staff had to say about the matter. We went on to reimburse him $928.70 on 12/16/21 for the processing fees of the funds he was deposited by mistake. An additional $325.00 was credited to ******************** account on 1/18/22 as an agreement to cover half the cost of him having to hire an accountant to get his account sorted out. This was agreed upon with Mr. ****** through his sales agent advocating on his behalf with Payroc. We agreed to cover half the cost since it was an error on our end, but we also did not receive a call from the merchant regarding the extra funds going into his account. ****** Vision Consultants has since terminated with us as of 2/24/22 and we wish him in his future endeavors.

  Customer response

  03/28/2022

   
  Complaint: 16909121
  
  I am rejecting this response because:  

  So first of all, I am the doctor and owner of the business and I am a woman!   I received a message from my receptionist on 11/30/2021 that ***** called and all I had was a name and phone number.  I called ***** within 5 minutes but he was already gone for the day.  The next day (12/1/2021) $38, 247.76 was debited from my account.  There is no way to leave a voicemail that ***** claims he left at my office phone number.   That is a total lie!  He left his name and number with my receptionist and thats it.
  We made an outbound call to Mr. ****** to apologize for this unfortunate inconvenience on 11/30/21,and that we will be debiting a total of $38,247.76 from his account. We left him a voicemail due to no answer, with all the details and reassuring him on the matter.  There was NO voicemail or explanation left for me only a message that ***** called and his phone number.  This entire fiasco could have been avoided and almost 2 months of misery and anxiety avoided if ***** could have done the right thing by actually talking to me. 
  I run a business and my employees make mistakes as well.  When we make a mistake, we own it.  So, I would recommend the following script to ***** and Payroc. 
  *****************, this is ***** from Payroc.  We have made a huge mistake and have been incorrectly depositing another merchants money into your account.  We need to correct the mistake and will be debiting $38,247.76 from your account in the next week.  We have included the accounting for the mistake with this letter for your review so you dont have to chase it for 3 weeks.  Obviously, that is a ridiculous amount of money to withdraw from someones account so we wanted to alert you and avoid bouncing your other payments.  Again, we apologize for this colossal mistake.  
  When you make a mistake, you dont insinuate the merchant is a thief or dishonest.  You apologize!  We assumed that Payroc is competent and that we had simply received our insurance payments!  We receive $30,000 to $35,000 dollars in insurance payments every month!  I would have never imagined that Payroc put a salons money into my account!  Its crazy!  When they debited the money, I had no idea what happened because there was no communication from Payroc.  I was in panic mode thinking my account was hacked. 
  The following statement is ridiculous,We agreed to cover half the cost since it was an error on our end, but we also did not receive a call from the merchant regarding the extra funds going into his account.
  It is your mistake so it is your responsibility to call me and explain!  It is not mine.  My responsibility is to run my practice.  The salon owner also did not notice he was not getting the funds for three weeks because they were busy running their business!  Everyone knows how to run their business except Payroc. 
  Payroc is the most incompetent, dishonest and unethical organization I have done business with.  Not only do they not tell you their mistake,they tell you that you are dishonest!  Amazing.  
  To make matters worse, they are nice enough to pay half of the cost to fix their s**** up.
  I had to chase this business and their employees for accounting of their mistake and get my refund of $928.70 for weeks.  I deeply regret ever running into this business
  
  Sincerely,
  
  ***********************

  

  Business response

  03/29/2022

  Dr. ******* we sincerely apologize for this confusion. In regards to the communication, we reached out to you as soon as we had been notified on the matter and had to take action. Payroc considers this case closed and we do apologize to you and your business for any inconvenience this may have brought you. We reimbursed you for the incorrect processing fees on the funds you incorrectly were deposited, and we covered half of the cost of your accountant which was acknowledged and agreed. We have emails with your acknowledgement and nothing further once you got your refunds. In light of the situation, we hope you are well and hope your business is thriving too. Please don't hesitate to contact us if you have any further questions or concerns. 

  Customer response

  04/04/2022

   
  Complaint: 16909121
  
  I am rejecting this response because I never caused this problem in the first place.  I also never accepted that they pay half of the *** fees; Payroc was the judge and jury on that decision. They caused the entire mess and it has cost me many hours of wasted business time.  I was at their mercy the entire time and ***** would email me whenever he felt like it.   ***** never did call me.  I have a business to run during these difficult times as well.  I expected Payroc to be competent in their work and this entire situation could have avoided.   

  
  

  I finally did get an apology today for the first time but why should I pay half of the ***'s fees for Payroc's colossal mistake?  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We cancelled the account 1/29/21 they have called three times and the first two times the said they would refund charges and close account the third call 9/30/21 said they do not have any records for cancellation and will cancel and refund but as of yet nothing has been done other than charge me for services I do not get.

  

  Business response

  10/06/2021

  In response to this merchant's complaint, we do want to acknowledge that we did receive her request to close her account back on 1/29/21. We want to extend our most sincere apologizes regarding your experience with our **************** and to inform you that we are going to do right by you. Unfortunately there was some miscommunication in the closing process but we are issuing a full refund for the months billed after the initial request on 1/29/21. The account has been officially closed as of 9/30/21 with no additional fees. You can expect a full reimbursement of $510.58 in your account within the next 3-5 business days. There will be an agent reaching out to you to communicate this as well and to address any other issues or concerns you may have. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩